Patient Check-In Representative

About the role

The Patient Check-In Representative works under general supervision of the Supervisor or Regional Manager of Central Check-In Operations. This position is responsible for greeting and performing necessary health screenings for all patients entering the practice for medical appointments.

Responsibilities

• Completes check-in process including general health screening procedures to notify clinical unit patients who have arrived and directs patients according to service line customer service standards
• Identify patients with incomplete registrations and may update info; calls Central Registration Office or scans insurance card as needed for follow up by Central Registration
• Ensures all patients have completed and signed registration, NPP non-covered services waiver forms and any other applicable forms as required for compliance or billing purposes
• Utilizes health plan or vendor specific web sites to verify insurance eligibility
• Identifies patients with workers' compensation and motor vehicle accident-related injuries. May create a shell account and refer these patients to Medical Billing (ILR Team) for completion of registration
• Reviews completed documentation for workers' compensation and motor vehicle related injuries and scans of information into medical records
• Affirms patients have appropriate referrals and signed waivers if necessary. May enter referral information into Epic system
• Collections expected payments for visit and outstanding balances. Posts payments to appropriate account and date of service
• Completes end of day cash processing reconciliation by balancing daily deposit with Resolute user batch, completes all cash related forms and makes daily deposit at drop safe
• Performs daily business office cashier functions assigned for business needs including: Receives funds from users in practice areas. Counts money to verify cash receipts. Research and resolves problems with transactions and balances. Reconciles daily practice collections to the Daily Collection Repost (DCR)
• Prepares daily bank deposits for the practice and transports the deposit to the Garda drop safe with either security or building services escort. Balances cash and receipts. Prepares and provides cash receipts with required reconciliation and tally documents. Maintains ongoing daily and monthly area statistics
• Maintains and routinely updates the required cash handling forms. Keeps adequate supplies of such forms for all departments. Orders, maintains and distributes supplies including: all collections and bank deposit forms; imprinted deposit slips; bank deposit bags; and all other supply items related to the practice collections and bank deposit system
• May review, research and correct information as needed for work business reports or work queue including but not limited to incoming referral work queue, missing coverage reports, and outstanding balance reports after 90 days in role
• Provides information to patients as requested, order ambulance and/or coordinate transportation when needed, perform overhead pages for Rapid Response, arrange for Interpreter Services and provide site phone coverage as necessary
• Performs other duties as assigned

Requirements

• High School Diploma/GED
• 1+ years of experience in a business setting (i.e. healthcare or hospitality check in with cash handling, insurance verification, payment collection, banking, billing or end of the day reconciliation) with direct patient or customer service delivery (healthcare setting preferred)
• Beginner level of computer proficiency
• Access to reliable transportation and valid US driver's license
• Ability to work Monday - Friday, 7:45am - 4:15pm (including working 11am - 7:30pm one day per week)

Qualifications

• Working knowledge of check-in or registration procedures and self-pay collections in a healthcare environment
• Working experience with cash handling and end of day balancing procedures
• Demonstrated customer service and recovery skills, strong verbal, written and telephone communication skills
• Demonstrated attention to detail, demonstrated multi-tasking skill
• Demonstrated working under time pressure, juggling multiple priorities, managing deadlines
• Teamwork, flexibility, reliability, adaptability, able to be flexible with work schedule
• Strong computer skills (keyboarding, data entry and moving quickly between multiple application systems, proficiency in email)
• Working knowledge of medical office check-in function including health plan coverage and referrals, authorizations, patient balance terminology (deductible, co-pay, co-insurance)
• EMR proficiency